MGR (SERVICE - IBU) - Patna RO

Job Title: 

Area Service Manager 

Function: 

Service - IBU 

Reports to: 

CH Service - IBU 

Office/Location: 

Patna

INTERACTION WITH STAKEHOLDERS 

Internal 

External 

Direct 

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  Service Training team 

  
  

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  Service Support team 

  
  

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  Spares team  

  
  

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  Plant team 

  
  

• 
  

  R&D team 

  
  

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  Network Development team 

  
  

• 
  

  Dealerships 

  
  

• 
  

  BAFL, Other financers 

  
  

JOB REQUIREMENTS 

Educational Qualifications 

Essential: Engineering graduate from a premier institute 

Work Exp 

Min: 3 

Max: 8 

Industry Specification 

Preferably Automotive - 2W/3W/4W 

Need for travel 

High 

75% 

KEY COMPETENCIES 

Technical/ Functional 

• 
  

  Deep Understanding of service processes 

  
  

• 
  

  Dealership Management 

  
  

• 
  

  Product Knowledge  

  
  

• 
  

  Competition Tracking 

  
  

• 
  

  Product Quality 

  
  

• 
  

  Negotiation and Conflict Resolution 

  
  

Behavioural 

• 
  

  Continuously raise the bar 

  
  

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  Ensure results with speed 

  
  

• 
  

  Meet customer expectations 

  
  

KEY RESPONSIBILITIES 

Service volume growth: 

• 
  

  Achieving the service targets through channel partners in the assigned region 

  
  

• 
  

  Increasing the market share for the assigned region by providing strategic directives 

  
  

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  Involved in the preparation of Plan Actuals with CH  

  
  

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  Service for setting service targets for ASM by analysing actual service vs expected service 

  
  

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  Updating market developments periodically to facilitate proactive steps to combat competition 

  
  

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  Analysing market service data and customer satisfaction data 

  
  

NPS: 

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  Identifying the network gaps & identify prospective dealers 

  
  

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  Managing the business by monitoring each dealership in terms of viability and profitability 

  
  

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  Providing support and Handholding new dealers to ensure smooth operations 

  
  

Repair Quality: 

• 
  

  Capturing CH and ASM best practices and deploy them horizontally in concerned areas 

  
  

Service Capability: 

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  Initiate marketing programs/ BTL activities from time to time in the assigned region and monitor customer service to achieve service objectives and customer satisfaction 

  
  

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  Kaizens 

  
  

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  Stock planning & correction 

  
  

Dealership Performance: 

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  Deploys best practices from one region to the other 

  
  

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  Career pathing and mentorship 

  
  

• 
  

  Conduction of team building activities in order to drive engagement among the service team 

  
  

The above list is not exhaustive and could evolve with changing needs & priorities of the company 

KEY RESULT AREAS 

• 
  

  Service volume growth 

  
  

• 
  

  NPS improvement 

  
  

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  Repair Quality improvement  

  
  

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  Counter measure PFRs for improvement 

  
  

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  TAT reduction – spare parts service level improvement 

  
  

• 
  

  Projects undertaken for the quarter/ territory